Flipkart Hiring Assistant Manager - CX Training

About Flipkart

Flipkart is dedicated to transforming commerce in India through our investments in made-in-India technology innovations, customer-centric features, a diverse category landscape, and a world-class supply chain. With a customer base of over 350 million and product coverage of over 150 million across 80+ categories, Flipkart focuses on generating employment, empowering entrepreneurs and MSMEs, and implementing a sustainable growth strategy. We are a part of the Walmart-owned Flipkart Group, which includes Flipkart Health+, Myntra, Cleartrip, and the majority shareholder in PhonePe.

Job Description

Position: Assistant Manager – CX Training
Open Positions: 1
Location: OR-F1 Info, Bhubaneshwar, Odisha
Education/Qualification: Graduate
Years of Experience: 2 to 5 Years

Skills Required

People Management
Governance of Training Interventions
Problem Solving
Quick Learner

Desirable Skills

TTT Certified
Training Content Design

About the Role

As an Assistant Manager Training, you will manage end-to-end training governance at the partner location. This includes New Hire Training, OJT Management, 0 to 30 performance management, Floor BQ & TNI management, and New product & process rollout.

Responsibilities

Enhance customer experience at the partner location
Govern and monitor all training processes
Create training plans based on forecasted operational numbers
Conduct trainer and training process audits
Ensure quality at source, including hiring and New Hire Training output
Oversee the consultant life cycle at the partner location
Collaborate with Ops/WFM/Quality peers to meet business goals
Manage 0 to 30 consultants and ensure targets are met
Work with the Quality team on TNI and rollout refreshers
Drive training metrics (Dashboards, reports, EWS, RAG analysis)
Conduct regular audits (Infra, Training Curriculum, Training room, Trainer audits)
Manage knowledge and ensure high penetration on information on process changes and new deployments
Reduce learning curve and improve go-live efficiency
Direct efficient Knowledge Management Assessments
Perform knowledge dip checks for trainers and the floor
Conduct cyclic certification of trainers

Requirements

Total Training experience: Minimum 3-5 years
Minimum 1.5 to 2 years of experience as an AM Training
Certified in Train the Trainer & Facilitation skills
Experience managing a team of 2 to 5 trainers across multiple functions/processes
Understanding of operational metrics as input to training strategy
Excellent written and verbal communication skills
Proficient in computer skills (MS Word, PowerPoint, Excel, Email, Google Docs & Drive)
Drive for results and a go-getter attitude
Experience in people management in the current role
Ability to analyze training data and draw meaningful inferences
Competence in driving training interventions using Partner Training structure
Ability to have crucial conversations with Partner Training and Partner leadership team from a training perspective

Why Work with Us?

At Flipkart, we maximize what you care about most. You’ll have the opportunity to leave a mark, create your own legacy, and grow within an inclusive team. Our culture of care ensures you can focus on doing your best work. Every Flipster is a Maximiser – Curious, Audacious, Entrepreneurial, Purpose-Driven, Excited by Big Challenges, a Team Player, and Inclusive. If this describes you, then Flipkart is the place for you to thrive.

Diversity and Inclusion

Flipkart respects and values differences. We are proud to be an equal opportunity employer and are committed to promoting a diverse workplace culture where every individual is valued. We believe that when diverse teams work together, we create the most value for our customers, people, and society. We are committed to fostering a culture of inclusion and belonging, where diverse teams innovate and excel every day.

Apply Now: Flipkart Hiring Assistant Manager – CX Training